Your Role: As Customer Excellence & Digital Support Representative you will be the primary point of contact for SME customers delivering excellent customer support as well as Digital Sales support in the SME Sector of Life Science for the South Africa Region (Gauteng). Consistently ensuring customer excellence to the highest possible standard by providing a focussed and detailed service delivery to customers.
As a Customer Excellence & Digital Support Representative, you will have the following responsibilities:
- To support the Digital Strategy and drive digital growth for South Africa by utilizing digital tools such as Redox, LinkedIN Sales Navigator & SalesForce.com
- Digital Strategy reporting to track growth of Digital Sales
- Customer support and education regarding our Ecommerce platforms, assisting with registrations, quotes, orders and queries in order to familiarize customers with the Ecommerce platforms and improve customer adoption rate of the available Ecommerce tools
- Generating and monitoring ECommerce reports tracking registrations, quotes, orders, usage of the platforms and identify areas and processes to improve our Ecommerce strategy
- Support the Digital Client Success Manager with Quotes, Orders, Queries received via e-mail, phone or online up to completion
- Consistently represent the company in a positive and professional manner, utilizing phone etiquette and correct grammar in all written correspondence to customers
- Handling of complaints and returns ensuring that all complaints are resolved promptly and fairly to the benefit of both the customer and company
- Execute necessary actions resulting from orders or returns (customer screening, back orders, data administration in Embrace / SAP, paperwork, filing)
- Reduce back orders by offering alternative pack sizes or products suitable to the customer’s requirements
- Answer routine customer questions, but not limited to, ETA’s, pricing, use of Company website and reservation of goods
- Solve problems related to unusual or difficult customer requests within a call centre operation
- Keep Commercial Excellence & SME Manager and the Digital Client Success Manager (and others involved), updated regarding any changes or problems with tasks or processes
- Monitor and uphold KPI’s set by manager, including but not limited to, 48 Hour turn around time for orders, quotes and queries, complaint handling from start to end and required availability to our customers
- Regular reporting on business status – leads and opportunities generated from SalesForce.com reports and ad-hoc business status reports when required
Who you are:
Desired competences and skills:
- Grade 12 (Matric) and Degree/Diploma in science or relevant field essential.
- 2-3 years sales/call-centre/laboratory experience essential.
- Experience in the Chemical and / or Life science industry is required.
- Proven, relevant customer excellence experience with a strong track record
- Solid planning and management skills
- Be digitally savvy, eager to learn and develop within a constantly changing and evolving environment
- Adaptable approach to develop and embrace a broad range of digital learnings to support the Digital and Ecommerce strategies
- Able to work autonomously, collaboratively and as part of a team
- Self motivated, delivering excellent high quality customer service to both internal and external customers
- Excellent planning skills and attention to detail
- High sense of priority towards customer excellence and commitment to consistently deliver high quality results
- Experience in assisting customers with our broad product portfolio
- Ability to identify leads and opportunities to grow SME & Digital Sales with a proactive approach
- This role is an employment equity position and the company isopen to such applications
What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!
Curious? Apply and find more information at https://jobs.vibrantm.com
We are committed to promoting a diverse and inclusive workforce. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Job Requisition ID: 221946
Location: Modderfontein
Career Level: C – Professional (1-3 years)
Working time model: full-time
Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.
US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.
North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.
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